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Why is a Member not getting Emails?

2 min read Updated 17 days ago

There are several reasons why a member may not be receiving emails.
Some of these can be addressed in GymMaster, while others may be outside our control.

Follow Steps;

Check the Member’s Email Details

First, confirm the member has a valid email address entered in their profile:
Navigate to the Member’s profile > Details > Contact > Email

Also ensure they are subscribed to receive emails:
Navigate to the Member’s profile > Details > Contact > Subscriptions

Check the Communication Tab

Go to the member’s Communication tab and look for the email in question.

If the email is not listed: This means no attempt has been made to send it to this member (either manually or automatically).
If the email is listed with no error icon: This means the email was sent successfully from GymMaster. If it hasn’t been received, it may have gone to their spam folder or been blocked by their email provider.
If the email is listed with an error icon: Hover over the icon to see more details. This will tell you why the email was not sent, or why it bounced back.

Check the Email Status in Reports

To review the status of emails sent to any member:
Navigate to : Report & Till > Standard Report > Retention > Communication Sent

External Issues

Even if GymMaster successfully sends an email, delivery can fail for external reasons outside our control, including:

The email being flagged as spam
The recipient’s mailbox being full
The email server rejecting the message due to security or policy settings

Common Questions this Covers

Why is a member not receiving emails
How do I check if an email was sent to a member
Why are GymMaster emails going to spam
How do I check a member’s email subscription settings
How do I troubleshoot failed or bounced emails in GymMaster